Word Analytics
Lorianne avatar
Written by Lorianne
Updated over a week ago

Word Analytics offers robust custom reporting of trending topics mentioned in reviews. It is found under the REPORTS tab in the top navigation.

REVIEWS.ai uses natural language processing to automatically tag keywords by sentiment (positive, neutral and negative) found in all reviews and Q&As for products in your account.

These automatically applied keywords can be seen for any individual review on the REVIEWS page and on a product’s PRODUCT DASHBOARD in the Word Cloud and Questions Cloud reports

However, if a more detailed analysis of trending topics is needed by brand, product category, retailer or other custom filters, Word Analytics is the report to use.

Note: Word Analytics includes automatically generated keywords. To see analytics for only manually tagged keywords, go to Keyword Tagging under the REPORTS tab.

Quick article overview

In Word Analytics, you can instantly see top positive and negative topics mentioned in reviews and easily identify specific context connected to each topic.

Some of the most popular use cases include:

  • Identifying negative topics causing a lowered star rating on a product.

  • Finding negative topics causing lowered sales for a specific retailer.

  • Researching top positive topics for a competitor’s product for product development.

  • Informing marketing with the context of top positive topics of a brand or product.

Most users check for rating trends (both positive and negative) that are abnormal on Graphs & Charts. After discovering a trend of interest, Word Analytics can help you identify the root cause.

Check out this case study example and see how neglecting review and rating trend data caused one company an estimated 87.5% decrease in sales.

In this article, we’ll cover each of the below sections of the Word Analytics page:

  • Search Bar

  • Trending Keywords

  • Word Tree

  • Keyword Timeline

  • Applicable Reviews

Search bar

All data for all sections of the Word Analytics report are controlled by the inputs selected in the search bar.

Filter results by:

  • Timeframe: 7 days, 30 days, 6 months, last year, all time, custom date range

  • Retailer: Select one or more retailers at a time

  • Brands: Select one specific brand, all of your own brands, or all competitor brands

  • Tag: Select one specific product tag

  • Categories: Select one specific product category

  • Products: Select one specific product by name

  • Keyword search: Enter your own keyword and search for it across all reviews for the selected criteria.

When your desired custom criteria is selected, click CREATE. All trending topic data will populate in the Trending Keywords report. Click CLEAR to reset the data back to the default view, which is all retailers, all brands, all products for the past 7 days.

Trending Keywords

The Trending Keywords report shows you all positive and negative keywords by frequency of mention across for the selected search criteria. This is the high level beginning of your investigation.

The number on each keyword is the quantity of reviews mentioning that topic.

TIP: Top positive keywords reflect the strengths of your product and brand. These are things to incorporate in your marketing and product listing content. Top negative keywords reflect weaknesses to address in order to drive increased sales.

Click on any keyword (positive or negative) to open the Word Tree for that topic.

Word Tree

The Word Tree opens up all sentences mentioning a selected keyword. This is your deeper dive from the high level summary shown in Trending Keywords.

The default Word Tree view displays the common terms that appear both before and after the keyword itself. And just below the tree, you can see how many times this keyword appears in reviews, and the percent of positive or negative reviews that contain the term.

Use the icons at the top to anchor sentences going forwards or backwards. This gives you powerful context about the trending keyword found in reviews.

If we click the back anchor icon, it will display words in sentenced before the keyword:

Hovering over a word that appears before or after the keyword shows how many times the word appears in that specific order. This helps to target customer problems that, once solved, should reduce the appearance of the keywords.

Each term before or after the keyword can also be clicked, which enables you to drill down to see exactly how the keyword is used in each review.

TIP: Watch the segment 4:58-8:06 on this case study video for an awesome example of how easy-to-use and powerful the Word Tree report will be for you.

Keyword Timeline

Below the Word Tree is a timeline view of when the keyword appears across the selected timeframe.

TIP: Knowing when a problem is fixed. Use this report to see if a negative keyword is now resolved. For example, if the keyword “broken” spiked two months ago, but is now not appearing in the Keyword Timeline, it is likely the quality control team has resolved the issue.

TIP: Holding manufacturing partners accountable. Use this report to isolate all negative reviews over a given timeframe mentioning the same problem. If it is related to a manufacturing defect, screenshot this page, mentioning the total number of keyword mentions for the problem. Start the conversation to address the issue and send a clear message to your manufacturing partners that you closely monitor quality.

Applicable Reviews

Below the Keyword timeline you’ll see all Applicable Reviews. These are all reviews from all selected retailers across the time period indicated in your search criteria.

Click the expand arrow on the right to see details of each individual review. Clicking the product name will take you to the PRODUCT DASHBOARD XREF for that item.

To see a review directly on the retail site, click “View Details” after expanding a review.

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